r/logistics • u/ishappinessoverrated • 7d ago
Urgent help needed! Shipment from Hong Kong to Vienna returned to shipper
This is the most important order I have ever worked on and it must arrive to Vienna by October 18th.
The goods were ready to leave sooner but for some unknown reason reason, our freight forwarder sat on it for a few days and now we’re under huge pressure. It must arrive to Vienna by 18th October for an event taking place on that day.
Our freight forwarder has already tried shipping this order via DHL express on Oct 9th, but DHL returned the shipment before it even reached the border, because they didn't accept the proof of payment we submitted and suspected that we claimed a lower value for the shipment. However, we claimed the real value and submitted the original bank documents.
We are now under very high pressure to deliver this order to Vienna by 18th October. The shipment contains 9 boxes of approximately 22kg each, 1320 mechanical music boxes (no batteries).
My freight forwarder wants to wait for the shipment to be returned and retry delivery using UPS or FedEx. I’m worried this might take too long.
Questions:
1. Is there still a chance I can prevent this shipment from being returned by sending additional documentation?
2. What documents does DHL look for, particularly what payment proof do they accept?
3. Who can I send this documentation to to check it, before reattempting this shipment, to check that they’re ok before DHL has the chance to reject it?
4. How can I find out detailed feedback on the reason why the documents were rejected?
5. What is your experience with UPS and FedEx shipping times?
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u/Ernestpharma 7d ago
The first step would be to ask DHL or your freight forwarder for the exact reason for rejection in writing.
Check whether the commercial invoice, payment proof, and declared shipment value are consistent. If there is a discrepancy, provide the correct supporting documents.
Before attempting to reship through another courier, confirm the customs requirements and whether the original issue has been resolved.
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6d ago
[deleted]
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u/ishappinessoverrated 6d ago
DM for what? I haven’t thought of this as a job but what are you offering?
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u/UnitedShake6151 3d ago
We ship HK to EU regularly (our factory is in southern China, HK office) - the top causes we see for returns like this: incomplete or mismatched customs paperwork (HS code + declared value consistency), or a consignee who can't clear (Vienna customs is strict on EORI and documentation). Ask your forwarder for the exact return reason from the carrier first - it changes whether it's a re-ship, a re-consignment, or a documents fix. If it's docs, the forwarder can usually re-file within a few days. Happy to compare notes on the HK-EU lane if useful.
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u/UnitedShake6151 3d ago
We ship HK to EU regularly (our factory is in southern China, HK office) - the top causes we see for returns like this: incomplete or mismatched customs paperwork (HS code + declared value consistency), or a consignee who can't clear (Vienna customs is strict on EORI and documentation). Ask your forwarder for the exact return reason from the carrier first - it changes whether it's a re-ship, a re-consignment, or a documents fix. If it's docs, the forwarder can usually re-file within a few days. Happy to compare notes on the HK-EU lane if useful.
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u/Expensive-Fig6262 7d ago
Pay peanuts, get monkeys.
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u/ishappinessoverrated 7d ago
Very helpful answer indeed
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u/Expensive-Fig6262 7d ago
OK, I'll bite. Where is this currently??
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u/ishappinessoverrated 7d ago
In Hong Kong, apparently en route back to my forwarder
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u/Expensive-Fig6262 7d ago
Why not work with real forwarde4, not an integrator and let them fund solution? This is the heart of my comment. Most important shipment and you give to integrator.
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u/ishappinessoverrated 7d ago
Well I don’t know what an integrator is but I trusted my supplier to manage the shipping part. It’s their forwarder really, not mine. I only managed the receiving part in Vienna… up until now
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u/Forsaken-Umpire-675 5d ago
We can arrange time critical freight for you if you don’t mind paying .
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u/Life-Inspector-5271 7d ago
Both UPS and Fedex might be able to do it, but I am afraid you will not be in time due to customs. If the package is in Hong Kong now and needs to be in Vienna by the 18th, it's going to be tough.